So recently i had my purse stolen, which included my Halifax bank card and my Monzo card.
I had not realised that this was the case until i got up in the morning and my phone was buzzing with notifications. My Monzo card was being used!
I quickly froze my card in the app. I had a moment of dread where i thought “am i covered for theft with Monzo”, and almost didn’t contact them, but i am glad i did.
Within 10 minutes of my message going through Live Chat, i had my money back in my account and a new card on it’s way.
I would like to compare this to my Halifax card. I was on hold to get through to them for 20 minutes before i even spoke to someone. I then spent 15 minutes going through security and explaining my situations. The card was frozen, but then to get the money back, i had to get transferred to another team that meant another 10 minutes on hold, then more security questions. All in all it took around 40 minutes for Halifax to do what Monzo had done in 10 minutes.
I am so happy to be part of the Monzo experience and glad i have stuck with you since 2016